Retail giant Fnac Darty cuts customer call times by 10% with better knowledge management

An outdated knowledge base was slowing 1,800 advisors and eroding customer trust. With Elium, Fnac Darty created a single, reliable source of truth, cutting call times by 10% and achieving 80% first-contact resolution
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See how Fnac Darty explains the impact of outdated knowledge on advisors and customer trust.

The impact of switching to Elium

10%

Reduction in operational costs

80+%

First Call Resolution

800

daily active users

10%

Decrease in AHT

About Company

Fnac Darty is a European retail leader with 1,500 stores and the largest repair network in France, supported by 11 call centres across France, Morocco, and Madagascar.
Its customer service relies on more than 1,800 advisors who support customers daily, with teams expanding rapidly during seasonal peaks that can require up to 200 additional hires per site.

Business sector

Distribution of electronic and cultural goods

Use Cases

Customer Service, Knowledge Management

Presence

1,500 stores in France and Europe

Company Size

1,800 customer advisors,
11 call centers

The Challenge

When growth puts customer service to the test

As customer service scaled at Fnac Darty, its existing knowledge setup became a bottleneck for advisors and customers.

  • Outdated information: Advisors relied on obsolete content, resulting in incorrect answers, repeat calls, and declining customer trust.
  • Slow Onboarding & High Turnover: Seasonal hiring and outsourced teams made fast training essential, but new advisors still relied on supervisors for basic answers and took too long to become effective.
  • Two brands, unclear information: Managing the Fnac and Darty brands meant advisors often saw too much irrelevant information. Brand-specific processes were hard to find, and important updates were frequently missed.
  • When every minute counts: Longer calls, repeat follow-ups, and frequent interruptions drove up costs, as manual processes forced advisors to spend time searching instead of helping customers.

“We’ve gone from advisors asking their colleagues questions to self-reliant professionals who find their answers instantly. Our 80% first-contact resolution rate proves it : when teams are given the right tools, they achieve remarkable results. ”

David Lefevre, Head of Knowledge and Deployment, Fnac Darty

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The Solution

Intelligence built into advisors’ daily work

To support advisors at scale, Fnac Darty integrated intelligence directly into their daily workflows with Elium, turning knowledge into an operational support system.

  • AI-powered search for instant answers: Advisors get instant, verified answers through contextual search and AI Answers, with Smart Assistants guiding them to the right response.
  • Formats adapted to each level of expertise: Multi-format articles provide step-by-step guidance for beginners and quick summaries for experienced users. Decision trees guide advisors through complex cases, ensuring everyone gets the right level of support.
  • Intelligent Distribution of Information: Targeted notifications ensure critical updates like store closures or process changes reach the right people every time.
  • Integration with Training and Operations: Elium is used from day one, giving advisors and trainers access to the same up-to-date procedures. Over 2,000 procedures are managed in one place, covering everyday and complex cases.
  • Centralised Control for Consistent Quality: Managing over 2,000 procedures at scale required strict control. Elium’s obsolescence management system alerts teams when content needs review, while analytics show what content is outdated and which teams use it most.

“We are a small, centralised team managing all the knowledge for 11 sites. Without these management tools, we would be overwhelmed. Now, we can immediately see what needs updating and prioritise our work based on its actual impact.”

David Lefevre, Head of Knowledge and Deployment, Fnac Darty

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The Impact

A transformation accomplished

The success at Fnac Darty has sparked strong internal demand. Several business units, including professional sales and anti-fraud teams, are now requesting access.

The deployment is expanding to connect all 300 Darty stores, positioning Elium as a core infrastructure for knowledge-driven operations.

Through thoughtful implementation and a close partnership, Fnac Darty has strengthened its customer service while maintaining the high standards that define its brand in a competitive European retail market.

“Today, our advisors are truly autonomous. They no longer interrupt supervisors or rely on colleagues who might have outdated information. They go directly to Elium and find the current and correct process. This confidence translates directly into better customer service.”

David Lefevre, Head of Knowledge and Deployment, Fnac Darty

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